Using Basildon Delivery

Platform operator

The platform is operated under the Basildon Delivery name.

Correspondence address:

Basildon Delivery
Office 9899
321-323 High Road
Chadwell Heath
Essex
RM6 6AX
United Kingdom

For support, use the contact and support page.

Basic service model

• Basildon Delivery provides local storefront, ordering, checkout, dispatch, rider-access, payment-administration and support tools.
• The participating shop shown on the storefront and order is the seller of the goods. The contract for those goods is between the customer and that shop.
• Each shop is responsible for its products, prices, stock, product descriptions, allergens, legal right to sell the goods, preparation of the order, product customer service, returns, replacements and refund decisions.
• Basildon Delivery is not the retailer or seller of shop goods and does not normally decide whether a shop must accept a product return.
• Approved riders available through the Basildon Delivery local rider network may collect orders after the shop marks them ready and deliver them to customers.

Orders and acceptance

• Submitting an order is an offer to buy the selected items from the chosen shop and to use the delivery service offered for that order.
• An order is not guaranteed until it has been accepted by the shop and any required payment checks have passed.
• The shop may reject or cancel an order if items are unavailable, the shop cannot prepare the order, the delivery address is outside coverage, payment fails, legal restrictions apply, or there is another operational problem.
• Customers must provide accurate contact details, delivery address details, and any information needed for delivery or age checks.
• Product photos are for guidance only. Product packaging, availability, and exact appearance may vary.

Product information, food, and allergens

• Shops are responsible for making sure product information is accurate and legally compliant.
• Food shops are responsible for food hygiene, safe preparation, allergen information, labelling, and any local authority registration or approval they need.
• If you have an allergy, intolerance, or dietary requirement, check the product information carefully and contact the shop before ordering if anything is unclear.
• Do not rely only on photos, short names, or previous purchases when ordering food or other sensitive products.

Prices, fees, and payment

• Each shop sets its own item prices.
• Delivery charges, Rush delivery charges, rider tips, and the customer-facing Basildon Delivery fee are shown separately where they apply.
• The checkout total is shown before the order is submitted.
• Where shop card payment is offered, the payment is handled by the shop using its own terminal, payment link, or payment processor. Basildon Delivery does not collect or store full payment card details.
• Cash on delivery and shop credit are only available where the shop and platform settings allow them.
• The shop authorises refunds for its goods. Basildon Delivery may provide refund workflow or submit a processor request through the shop's connected account, but the shop remains responsible for the customer refund decision.
• If a genuine delivery attempt fails for a customer-side reason and the goods are returned, the shop may retain the separately shown delivery and Rush charge to cover that attempt. Other refundable amounts are returned. The shop must confirm the return and record responsibility; a rider report alone does not decide the charge.
• If a payment, refund, chargeback, or billing problem occurs, the shop, Basildon Delivery, and the shop's payment processor records may need to be reviewed.

Delivery availability

• Delivery availability depends on shop opening hours, delivery zones, selected slots, Rush settings, product timing, rider availability, rider capacity, weather, safety, and operational conditions.
• Normal delivery uses a delivery slot where slots are enabled.
• Rush delivery is only offered when the shop, basket, delivery zone, and rider coverage allow it.
• Delivery times are estimates, not guarantees, unless clearly stated otherwise at checkout.
• Basildon Delivery may pause or restrict ordering if the service cannot operate safely or reliably.

Collection, handover, and proof of delivery

• Collection and delivery PINs may be used to confirm that an order has been collected and handed over.
• The customer or recipient must not share a dropoff PIN unless they are ready for the order to be handed over.
• If a PIN cannot be provided, the shop or Basildon Delivery team may need to help confirm the handover securely.
• Successful PIN verification is strong evidence that the order was handed over to the recipient or a person able to receive it.
• Safe-place delivery is not available unless it is specifically offered during checkout or support agrees it for that order.

Local rider network

• Basildon Delivery onboards and approves riders for its local rider network.
• Each shop decides which approved riders can collect orders from that shop.
• A shop may restrict or remove a rider from collecting its orders.
• Riders decide when they are available and may accept or reject each offered job without a platform penalty. Basildon Delivery does not require riders to work set shifts or guarantee that work will be available.
• A rider may only see or claim work where their account, approval status, shop access, capacity, and delivery-area settings allow it.

Rider use of customer contact details

• A rider may use a customer's telephone number only when reasonably needed to complete the current delivery, for example when there is no answer at the dropoff.
• The rider must not save, copy, share, misuse, or use customer contact details after the delivery has ended.
• Customer contact must remain professional and related to the delivery. Misuse may result in the rider being restricted, suspended, or removed from the platform.

Rider access and standards

• Basildon Delivery is responsible for the rider onboarding checks it chooses or is required to carry out.
• Approved riders may work with more than one participating shop, subject to each shop's choice and Basildon Delivery access controls.
• Basildon Delivery may suspend, restrict, reject, or disable a rider where there are safety, compliance, fraud, payment, conduct, or operational concerns.

Rider payments and tips

• Basildon Delivery records and arranges payment for delivery work completed through its local rider network.
• Eligible earnings from work completed Monday to Sunday are grouped together. Basildon Delivery initiates the bank transfer the following Thursday; the rider's bank may credit the funds later.
• The scheduled Thursday initiation does not move because a shop has not yet paid Basildon Delivery. Payment may still be held or corrected where the underlying delivery, rider identity, amount, fraud, safety or legal position genuinely requires review.
• Delivery charges, Rush charges, rider tips, and the Basildon Delivery fee are shown separately where they apply.
• Rider tips are intended for the rider who completes the delivery.

Shop payments to Basildon Delivery

• Customer checkout payments are received through the shop's own supported payment route. Amounts due to Basildon Delivery, including applicable platform fees, rider delivery funding and rider tips, are recorded on the shop's Money page.
• Shops are asked to settle their Basildon Delivery balance nightly where possible. Each charge must be paid no later than 72 hours after it is created, using the exact deadline shown on the Money page.
• A reminder or daily statement is an operational record and does not replace the live balance on the Money page. If a shop has already paid, its balance updates when that payment is confirmed.
• A shop's late payment does not reduce or postpone the weekly rider-payment schedule, but overdue shop balances may still lead to collection, review or proportionate account restrictions under these terms.

Age-restricted goods

• Customers must only order age-restricted goods if they are legally old enough to buy them.
• The recipient must be available at delivery and must be able to complete any required age check.
• Riders may use a Challenge 25 style approach. If the recipient appears under 25, or the rider is unsure, valid photo ID may be required.
• If the age check fails, restricted goods must not be handed over and may be returned to the shop.
• A failed age or ID handover may be treated as a completed delivery attempt for charging purposes after the shop confirms the returned goods, as explained in the returns and refunds policy.
• The shop and Basildon Delivery team may then review refund, credit, cancellation, or return options.

Returns, refunds, cancellations, and substitutions

• Return, refund and cancellation handling is explained on the returns, refunds and cancellations page.
• The customer should open an order-linked support ticket. Product, return, replacement, cancellation and refund requests are sent to the shop first because the shop is the seller.
• If an item is unavailable, the shop should resolve this before delivery where possible. This may involve cancelling the item or order, agreeing a substitution, issuing a refund, or offering shop credit where the customer lawfully agrees.
• Customers should not hand goods to a rider or send them back until the shop has agreed the return method. Riders are not automatically authorised to collect returns.
• Basildon Delivery handles website faults, serious safety/privacy matters and rider issues, and can review an unresolved shop ticket after the shop has had an opportunity to respond.
• Nothing in these terms removes statutory rights that apply to faulty, misdescribed, unsafe, missing or incorrectly supplied goods.

Accounts and acceptable use

• Users should provide accurate information and keep account details secure.
• Do not share rider accounts, impersonate another person, submit false orders, abuse the support process, interfere with deliveries, or misuse payment or refund systems.
• Shops and riders must keep account, assignment, payment, and compliance information accurate and up to date.
• Accounts, shops, riders, and orders may be restricted, disabled, cancelled, or reviewed if there are safety, fraud, legal, payment, compliance, abuse, or operational concerns.

Employment and contractor status

• These terms describe how Basildon Delivery intends the platform to operate, but a person's legal employment, worker, contractor, or self-employed status depends on the real working relationship and applicable law.
• The freedom to choose availability and reject work is part of the intended operating model, but no single contract label or platform feature decides a rider's legal status.
• Basildon Delivery may require riders to provide further information, declarations, or evidence before enabling rider access or payments.

Service changes, suspension, and availability

• The platform may be changed, paused, or withdrawn during the pilot.
• Basildon Delivery may restrict shops, riders, products, payment methods, delivery areas, or customer accounts where needed for safety, compliance, fraud prevention, support, or operational reliability.
• We will try to keep the platform available, but we do not guarantee uninterrupted access.

Liability

• Nothing in these terms limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or rights that cannot legally be excluded.
• Subject to that, Basildon Delivery is not responsible for shop product descriptions, shop stock, shop food safety, or shop allergen information.
• The platform is not intended for high-value, high-risk, illegal, dangerous, or unsupported goods.

Disputes and chargebacks

• If something goes wrong, contact support promptly so the shop, rider, and platform records can be reviewed.
• If a card dispute or chargeback is opened with the shop's payment processor, order details, payment records, PIN verification, delivery history, and support messages may be used as evidence.
• Fraudulent orders, false disputes, repeated abuse, or deliberate misuse may lead to account restriction.

Governing law

These terms are intended to be governed by the laws of England and Wales. Consumer rights that apply by law are not affected.

Support and problems

For a product, return, replacement, cancellation or refund issue, log in and open a ticket against the order. The shop receives it first as the seller. For a website or account fault, serious safety or privacy issue, or rider concern, use the support page or the relevant signed-in support option. The relevant shop, rider, and authorised Basildon Delivery team members may review the records needed for their part of the issue.